topic Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help in Fusion Support Forum

Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

brentUZYNJ — Tue, 12 Mar 2024 16:20:35 GMT

During the known issue yesterday where Flex token purchases of extensions were not working, I was trying to activate the Manufacturing Extension. My account was debited 30 Flex Credits ( I guess I tried 3 times). I never got access to the Extension. All customer support will do is say that the system says I used the tokens and they can't do anything about that.

Is there an actual person in the U.S that I can contact that can actually help me? The people in the call center in India don't even know what a Flex Token is. As of now, AutoDesk has stolen $90 from me and refuses to give it back.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

phillipJSCHJ — Tue, 12 Mar 2024 16:22:01 GMT

Autodesk needs to kill this token system and quit holding features behind janky pay-walls.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

brentUZYNJ — Tue, 12 Mar 2024 16:28:02 GMT

Or just charge my credit card. What is the point of the stupid tokens other than they hope you will let them expire.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

bentwookie — Tue, 12 Mar 2024 16:49:46 GMT

https://en.wikipedia.org/wiki/Enshittification

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

phillipJSCHJ — Tue, 12 Mar 2024 17:04:28 GMT

It's a wildly anti-consumer move, especially when many of the token features were included in the past, and it's absolutely attacking the users for the sake of lazy profit. It's a shame that a good modeling software is being derailed by beancounters.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

brentUZYNJ — Tue, 12 Mar 2024 17:20:22 GMT

I agree with you all. There is one type of CNC tool path that I need to use a few times a year, and I have to pay $300 for 100 tokens which I may or may not need that many. If I don't use them all, I actually paid MORE THAN $30 per toolpath. And yesterday, I paid $90 for zero toolpaths, and I am screwed because now (because I accidentally did a cloud render once) have 7 tokens left. Which means I cannot make another toolpath without spending $300.

Customer Service swears that it is IMPOSSIBLE for them to do anything about it. I am pretty much stuck with Fusion at this point unless I want to go out of business. So, congrats AutoDesk you got another $300 out of me, and my wife and I will be eating Ramen Noodles for the next month. FU.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

phillipJSCHJ — Tue, 12 Mar 2024 17:42:09 GMT

When they went from "credits" to "tokens" a lot of people lost their credits and weren't refunded, they didn't transfer them allegedly.

We've had to work around stress tests for the same reason, the cost is wicked prohibitive for occasional use and iterative work when learning new features. The token purchasing and pricing is purely on Autodesk's profit margins, they're not structured in any ethical way for users. And, in the end, many of these features were free or included in the main subscription, or current features have been nuetered in order to force dependence on cloud features.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

tom_bell_autodesk — Tue, 12 Mar 2024 18:36:51 GMT

Hi @brentUZYNJ , Sorry to hear about this experience yesterday. I'm on the Fusion support team and I'll open a new case with you to see if we can get you those tokens back! You can expect an email from me shortly.

In the future, if you wish to speak with a Fusion specialist, you can start a live chat or open a case directly within Fusion (the chat icon in the bottom right corner), this way you are connected with someone on the Fusion team who has more context about Fusion-specific issues (such as the outage yesterday).

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

brentUZYNJ — Tue, 12 Mar 2024 18:50:20 GMT

Thank you Thomas,

I wish that it didn't require a public rant to get a problem addressed, but I appreciate your help with this situation. It is also unfortunate that you work for a company that takes advantage of small customers the way AutoDesk does, but I understand that you need the paycheck just like the rest of us.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

phillipJSCHJ — Tue, 12 Mar 2024 19:53:22 GMT

Your phone support needs to be able to assist and have that context.

Re: Issue with Flex Extension, yesterday. How do I get my tokens refunded. Customer Support won't help

danchambers67 — Mon, 22 Dec 2025 21:37:49 GMT

I'm a single Fusion user/Admin, who doesn't need or want access to all your other programs.
VERY, VERY OCCASIONALLY (2-3 times per year), I would like access to one of the paid simulations.

I'll happily pay for a 100 Token packet up front, so you have my money in credit.
Claiming them back if they are unused after 12 months, and also refusing to refund them, is close to theft in any other business.
FFS, just let unused tokens roll over, and we'll all be happy...except perhaps the Autodesk bean counters.